• Kaihen logo

    Kaihen: Getting Business Ready

  • Profit 2016 Slider

    Kaihen made the 2016 PROFIT 500 list

    Kaihen made the 2016 PROFIT 500 list: Click to View

  • Hydro 1 Outage Award

    Hydro One wins Outage Award

    Hydro One Wins Outage Communications Award: Click to View 

  • Benchmarking Survey

    Benchmarking Study

    Outage Communications & Outage Services: Click to view


Kaihen helps electric, gas and water utilities prepare for the kinds of fundamental business changes that improve operations and customer service.

Our name means change, or innovation, or transformation. It embodies everything we do for our clients.

Our core competency is business readiness–ensuring that our clients’ people, processes and systems are well-prepared to adopt the change we help to implement. And we do so by managing projects, designing and improving business processes, training users, solution testing, and implementing powerful change management initiatives.

Kaihen’s offerings revolve around three key areas of our clients’ businesses: Smart Grid; Customer Operations & Systems; and Merger Transformation.


  • cs_logo_power_stream
    Project management and technical services for EnergyIP MDM system implementations for utilities in New York, Kansas, California, Texas and Vermont. (more…)
  • cs_logo_enersource
    Conducted an Outage Communications assessment and developed an Outage Communications implementation strategy at a large Ontario utility. (more…)
  • cs_logo_ieso
    Engaged by the IESO to lead 45 utilities through MDM/R registration, enrollment and implementation, operational procedures and communications. (more…)
  • cs_logo_guelph_hydro
    Business readiness services related to Smart Metering and Time of Use implementations for six medium to large sized Ontario utilities. (more…)
  • veridian-logo
    Managed the CIS Systems Integrator selection and the implementation of Oracle CC&B for electricity and water billing at an Ontario utility. (more…)
  • cs_logo_power_stream
    Project management and technical services for EnergyIP MDM system implementations for utilities in New York, Kansas, California, Texas and Vermont. (more…)
  • Conducted a CIS market study on behalf of a large gas distribution client.
  • Partnered with a large consulting firm for an Oracle CC&B CIS implementation, delivering business process design, solution testing, user training and change management.
  • Engaged by a major utility to provide revenue assurance and business process design for meter-to-cash operations.
  • Provided advisory services validating requirements, assessing vendor suitability, and identifying implementation key success factors for an Outage Management System at an Ontario utility.
  • Bill print selection, meter-to-cash process design, user training development and Cogsdale CIS project management for a US electricity, water and gas utility.
  • Assessed the legacy CIS for an Ontario utility and provided project quality assurance for its electricity and water NorthStar CIS implementation.
  • Managed a Ventyx Asset Management engagement for a large electricity generation company in Ontario.
Browse Our Portfolio



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“Kaihen played a valuable role in our CIS replacement project from the evaluation & selection phase through implementation. They brought utility & customer operations knowledge, Oracle CC&B subject matter expertise and a diligent project management approach.” — Linas Medelis, Executive Sponsor and VP Customer Service, PowerStream


Project Scope:

Kaihen worked closely with PowerStream on their Oracle CC&B CIS implementation project. Kaihen supported PowerStream from the initial evaluation and selection of their system integrator and provided services in project management, business process design, report development, rates and solution testing.

Project Results:

Although their legacy system had served them well for over 20 years, PowerStream implemented a new CIS to support their objectives in the areas of growth and integration with new and emerging technologies. The new system supports standardization and integration of business processes across the enterprise to help increase automation and productivity – with a vision of building a stronger customer experience.


"Enersource turned to Kaihen to perform a holistic review of our existing meter-to-cash business processes. Kaihen recommended business process improvements which contributed to our revenue assurance framework." — John Bonadie, Director, Revenue, Enersource


Project Scope:

As part of the Enersource Revenue Assurance Initiative, Kaihen was engaged to review and document any risks and opportunities within the Time of Use (TOU), Commercial & Industrial (C&I), and Collection business processes.

Project Results:

The Kaihen team identified several opportunities for improvement, including risks, gaps, leakages, out-of-date information, or potential savings. Kaihen created a process for maintaining documentation and identifying any supplemental policies or procedures. Kaihen’s recommendations from the project, with the support of senior management, allowed Enersource to implement changes that improved its revenue assurance.


"We have been very pleased with the quality and speed of delivery, high level of productivity, professionalism and flexibility of the Kaihen team.” — Przemek Tomczak, Director, Smart Metering, Independent Electricity System Operator (IESO)


Project Scope:

We helped the IESO implement the Meter Data Management Repository (MDM/R) and managed multiple utilities through the Registration and Enrolment (R&E) process to integrate with the MDM/R. Our consultants planned, developed and documented test scenarios, test procedures, test data, and expected test results. And we developed and delivered communications and training strategies, plans and programs for users and stakeholders of the MDM/R.

Project Results:

The Kaihen team successfully managed 45 utilities through the R&E process, assisting with planning/preparation, unit testing, system integration and qualification testing, and cutover to production operations. By testing the MDM/R functionality, we were able to identify, document and communicate defects to vendors and utilities, while ensuring that the MDM/R systems operated as specified in the vendor’s technical documentation and requirements.


“Kaihen did an excellent job managing MDM/R integration and TOU billing implementation of our Smart Meter Initiative. They provided professional consulting services and their deliverables were very high quality” — Ian Miles, Chief Financial Officer, Guelph Hydro

Guelph Hydro

Project Scope:

Kaihen was engaged to project manage all aspects of Guelph Hydro’s Meter Data Management/ Repository (MDM/R) integration and Time-of-Use (TOU) implementation, providing expert guidance, project management and senior-level support throughout the initiative.

Project Results:

The Kaihen team was responsible for leading the MDM/R implementation across all departments, transferring knowledge to all staff through training sessions, materials and job aids, identifying and developing resolution and risk mitigation strategies, and redesigning business processes for customer service, billing, metering, collections and customer service. We led all testing activities internally and externally of Guelph Hydro’s Customer Information System, Operational Data Store and MDM/R interface. We also ensured that Guelph Hydro complied with Measurement Canada’s guidelines, managed the cutover to the MDM/R, and supported the implementation of TOU billing in the production environment.


“The advice, guidance and hands-on delivery that the Kaihen team provided for our Smart Meter Initiative enabled Veridian’s MDM/R & TOU readiness activities to be completed successfully, on time and within budget.” — Kevin Myers, Manager of Wholesale Settlements, Veridian Connections


Project Scope:

Veridian engaged Kaihen to manage all aspects of its Meter Data Management / Repository (MDM/R) integration and Time-of-Use (TOU) implementation, providing expert guidance, project management and senior-level support throughout the project.

Project Results:

Kaihen’s team was responsible for leading MDM/R implementation across all departments, transferring knowledge to all staff through training sessions, materials and job aids, developing resolution and risk mitigation strategies, managing business process re-engineering for customer service, billing, wholesale settlements, metering, collections and call centers. Kaihen also managed the execution of unit testing in the MDM/R sandbox. The Kaihen team’s leadership helped Veridian successfully complete its Registration and Enrollment process within the required timeframes and with high quality deliverables.


“Kaihen’s superior project management skills and demonstrated subject matter expertise have proven to be critical success factors in enabling PowerStream’s market-leading time-of-use rate implementation.” — Ed Chatten, Senior Vice President, PowerStream


Project Scope:

Kaihen was tasked to provide expert advice, guidance and project management for all cross-functional activities to successfully integrate PowerStream into the Meter Data Management / Repository (MDM/R) and Time-of-Use (TOU) billing.

Project Results:

The Kaihen team was responsible for leading all aspects of the MDM/R implementation for all departments including: external consultants; maintaining the ongoing integrated project plan; developing resolution and risk mitigation strategies; and monitoring vendor, system and operational readiness. PowerStream successfully completed the IESO’s Registration and Enrollment process within the required timeframes. Impressed with Kaihen’s work, the client requested that we continue to provide ongoing advisory services to senior management.



For media inquiries please contact Pat Leahey at pleahey@kaihen.ca or 416-710-4551

Kaihen Achieves National Recognition As One of Canada’s Fastest Growing Companies Two Years in a Row

September 15, 2016

PROFIT magazine unveils 28th annual list of Canada’s Fastest-Growing Companies Toronto (September 15, 2016) Canadian Business and PROFIT today ranked Kaihen on the 28th annual PROFIT 500, the definitive ranking of Canada’s Fastest-Growing Companies. Kaihen was also ranked #19 in the fastest growing professional services companies. Published…

Kaihen has expanded into the Caribbean and successfully completed a Meter to Cash Business Process Analysis Project for St. Lucia Electric (LUCELEC)

June 8, 2016

In partnership with IBM, Kaihen was engaged to conduct a detailed review of LUCELEC’s meter to cash business processes.  Kaihen identified more than 100 improvements for LUCELEC resulting in 10 strategic recommendations which will lead to customer service enhancements, policy and process changes, organizational restructuring…

Hydro One Completes first Canadian Outage Scorecard

June 2, 2016

Kaihen is proud to announce that together with Hydro One they co-developed the first Outage Scorecard in Canada. The Scorecard measures performance on preparation readiness and operational response and recovery for a utility and helps establish a baseline and to ensure ongoing assessment of a…

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